Assistant Front Office Manager

Hozpitality.com; Kuala Besut; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading hospitality organization in Malaysia, specifically in Kuala Besut, seeks an Assistant Front Office Manager. This role requires overseeing front office functions and a focus on guest satisfaction. Candidates must have a high school diploma or relevant degree with a minimum of two years in guest services. Responsibilities include managing staff, ensuring quality service, and handling guest complaints effectively. Join a team dedicated to delivering exceptional hospitality and service.

Qualifications

• Requires at least 2 years of experience in guest services or related area.
• Management experience preferred in front desk operations.

Responsibilities

• Supervises front desk staff and manages daily operations.
• Implements customer service programs for guest satisfaction.
• Handles complaints and resolves conflicts with guests.

Skills

Interpersonal skills

Communication skills

Leadership

Problem-solving

Education

High school diploma or GED

2-year degree in Hotel Management or related major

Job description

JOB SUMMARY

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. The position directs and works with managers and employees to carry out procedures ensuring an efficient check‑in and check‑out process. This role ensures guest and employee satisfaction and maximizes the financial performance of the department.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
• 2‑year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Supervises and manages employees and manages all day‑to‑day operations. Understanding employee positions well enough to perform duties in employees' absence.
• Ensures employee recognition is taking place on all shifts.
• Establishes and maintains open, collaborative relationships with employees.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

• Manages day‑to‑day operations, ensuring quality, standards, and meeting customer expectations.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
• Strives to improve service performance.
• Collaborates with the Front Office Manager on ways to continually improve departmental service.
• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serves as a role model to demonstrate appropriate behaviors.
• Sets a positive example for guest relations.
• Displays outstanding hospitality skills.
• Empowers employees to provide excellent customer service.
• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Provides feedback to employees based on observation of service behaviors.
• Handles guest problems and complaints effectively.
• Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Ensures compliance with all Front Office policies, standards and procedures.
• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Additional Responsibilities

• Provides information to supervisors and co-workers by telephone, in written form, e‑mail, or in person.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Informs and/or updates the executives, peers and subordinates on relevant information in a timely manner.
• Functions in place of the Front Office Manager in his/her absence.
• Communicates critical information from pre‑ and post‑convention meetings to the Front Office staff.
• Participates in department meetings.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Fairfield by Marriott guarantees a beautifully simple stay wherever you travel, with over 1,000 locations worldwide. Our Marriott family farm heritage inspires a calming, reliable experience characterized by warm hospitality, all at a great value. As a member of our team, you'll deliver on the Fairfield Guarantee – our commitment that every guest leaves the hotel satisfied. At Fairfield, we invite you to explore career opportunities that hold our hotels and the service we provide to the highest standard. In joining Fairfield by Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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